Customer service
How can we help?
Quick answers to the most asked questions. Can't find yours? The form below reaches us directly, any day of the week.
Shipping
When will I receive my order?
We pack your order within 1–2 working days and choose the best courier for your destination. You can expect delivery within 1–4 working days.
What does shipping cost?
Shipping is free in the Netherlands and Belgium, no minimum. Elsewhere: Germany, France, Italy & Luxembourg €1,95 · rest of the EU €12 · rest of the world €25.
Returns & exchange
How do I return my order?
You can return your order within 14 days of delivery. Request your return label via the Return Portal on our returns page. Return shipping is at your own cost and risk.
Which items can be returned?
Items that are unused, in resellable condition and in the original packaging with all tags intact. Gift cards, used products and discounted items cannot be returned.
Can I exchange an item?
Yes — purchased items can be exchanged for selectable variants. Once your exchange request is approved, the replacement ships to you.
My item arrived damaged. What now?
Reach out to us within 7 days of the delivery date and we will make it right.
How am I refunded?
Refunds go to your original payment method, or to store credit if you prefer.
Payment
Which payment methods do you accept?
iDEAL, Visa, Mastercard, Maestro, Apple Pay, Google Pay, Klarna and PayPal. Every payment is processed through Shopify's secured checkout.
Can I pay afterwards?
Yes — choose Klarna at checkout to pay later.
Product
Do the sunglasses protect my eyes?
Every DORI frame comes with UV400 protection — the highest standard, blocking 99–100% of UVA and UVB rays.
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